Job Description

Position Overview

The Service Delivery Team Lead is responsible for leading a dedicated service delivery team (POD) within our Managed Service Provider (MSP) environment. This role ensures high-quality service for assigned clients by managing day-to-day operations, optimizing service delivery processes, and maintaining strong client relationships. The ideal candidate will be both strategic and hands-on, balancing leadership, technical guidance, and client engagement to drive operational excellence.

The Service Delivery Team Lead will oversee technicians and engineers, act as the primary escalation point for service issues, and ensure that service levels meet or exceed expectations. This role plays a critical part in aligning service delivery with business objectives, enhancing client satisfaction, and continuously improving operational efficiency.

Duties and Responsibilities

Operational Leadership

• Oversee daily service operations for the assigned POD, ensuring efficient scheduling, resource allocation, and SLA compliance.
• Manage ticket workflow, prioritizing tasks based on urgency, impact, and client expectations.
• Continuously improve standard operating procedures (SOPs) to enhance service efficiency and quality.
• Maintain accountability for the POD’s overall performance, ensuring alignment with MSP-wide service objectives.
• Promote a culture of accountability, continuous learning, and service excellence within the POD.

Client Relationship & Escalation Management

• Serve as the primary point of contact for clients within the POD, ensuring a high level of service satisfaction.
• Proactively manage client escalations, working closely with engineers and leadership to resolve complex issues.
• Conduct regular client check-ins and service reviews to assess needs, identify areas for improvement, and strengthen partnerships.
• Ensure clear and consistent communication with clients regarding service updates, resolution timelines, and expectations.

Process Optimization & Continuous Improvement

• Monitor and analyze key performance indicators (KPIs) to identify trends, inefficiencies, and improvement opportunities.
• Implement continuous improvement initiatives by leveraging service data, client feedback, and team insights.
• Identify recurring service issues and implement preventative measures to improve resolution efficiency.
• Drive cost-effective resource allocation, ensuring that service delivery remains both efficient and profitable.

Team Coordination & Communication

• Lead and mentor a team of technicians and engineers, ensuring proper workload distribution and technical growth.
• Foster a collaborative work environment, encouraging teamwork, knowledge sharing, and proactive problem-solving.
• Act as a bridge between service desk, field engineers, account managers, and other teams to ensure seamless service delivery.
• Provide regular coaching and feedback to team members, driving professional development and performance excellence.

Minimum Qualifications

Education & Experience

• Bachelor’s degree in business, Information Technology, or a related field preferred, or equivalent industry experience.
• 3+ years of experience in IT service delivery, technical support, or operations within an MSP or IT services environment.
• Previous team leadership experience, managing technicians, engineers, or service desk teams.

Technical Skills

• Strong working knowledge of IT infrastructure, VoIP, networking, cybersecurity, and cloud solutions.
• Familiarity with MSP tools such as ConnectWise and RMM platforms.
• Understanding of ITIL principles and best practices for IT service management.

Soft Skills

• Excellent client relationship management and customer service skills.
• Strong problem-solving ability with a proactive, solution-driven mindset.
• Exceptional verbal and written communication skills for both technical and non-technical audiences.
• Ability to manage multiple priorities in a fast-paced, client-centric environment.

In-Telecom Consulting, LLC is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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